All major hotel chains produce quite extensive codes of conducts for their employees. At Four Seasons Hotel this is no exception. As a matter of fact exception is a component of the flower of service. However, the petal of exception of Four Seasons Hotel is not to its best composition. It consists of areas that need to have some adjustments.
Upon analysing the exception petal, one of the weaknesses that have been noticed is the attitude of the staffs. There have been a visible number of limitations arising to how the staffs interact with the clients. In this case, the receptionist at Four Seasons Hotel is a strong communicator but this is a problem due to over talking; customers receive limited chances to say what they want so that their problems …show more content…
In such cases they are unable to assist customer needs and solve the customer problems. Moreover, there have been a noticeable increased in number of vegetarian meals at the restaurant and they find it difficult to accommodate with. This shows that the large increase in exceptions indicates the need to re-examine the standard service …show more content…
In this case, when customers first arrived at the hotel; the reception staffs should ensure that they create a good first impression by welcoming the guests in an appropriate manner and also should have the ability to speak a foreign for example a guest from Spain the receptionist can accommodate with providing the client with the accurate information in the Spanish language, in this case this will meet and even exceeding customer expectation. Thus, the use of rightful and accurate information being given to guests will also create a good reputation for the organisation and also the having the good administrative skills, including having full familiarity with the hotel’s system. Furthermore in relation to the issue of the restaurant menu, the hotel can actually design a menu that provides a wide selection of vegetarian meals.
After all, a study has showed that the “unwanted information creates unfavourable initial impressions that may lead to customer dissatisfaction” (wisdomjobs.com, 2017).
IMPLEMENTATION OF PROPOSED
Upon analysing the exception petal, one of the weaknesses that have been noticed is the attitude of the staffs. There have been a visible number of limitations arising to how the staffs interact with the clients. In this case, the receptionist at Four Seasons Hotel is a strong communicator but this is a problem due to over talking; customers receive limited chances to say what they want so that their problems …show more content…
In such cases they are unable to assist customer needs and solve the customer problems. Moreover, there have been a noticeable increased in number of vegetarian meals at the restaurant and they find it difficult to accommodate with. This shows that the large increase in exceptions indicates the need to re-examine the standard service …show more content…
In this case, when customers first arrived at the hotel; the reception staffs should ensure that they create a good first impression by welcoming the guests in an appropriate manner and also should have the ability to speak a foreign for example a guest from Spain the receptionist can accommodate with providing the client with the accurate information in the Spanish language, in this case this will meet and even exceeding customer expectation. Thus, the use of rightful and accurate information being given to guests will also create a good reputation for the organisation and also the having the good administrative skills, including having full familiarity with the hotel’s system. Furthermore in relation to the issue of the restaurant menu, the hotel can actually design a menu that provides a wide selection of vegetarian meals.
After all, a study has showed that the “unwanted information creates unfavourable initial impressions that may lead to customer dissatisfaction” (wisdomjobs.com, 2017).
IMPLEMENTATION OF PROPOSED